Program Manager - I

Pinnacle Technical Resources

San Francisco, California

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JOB DETAILS

SALARY

JOB TYPE

Contractor

SKILLS

1st Level Support, Artificial Intelligence (AI), Automation, Centralized Operations/Management, Cloud Computing, Communication Skills, Detail Oriented, Distribution Channel, Documentation, Financial Metrics, Forecasting, Identify Issues, Identity Data Management, License Management, Licensing Compliance, Machine Tool, Maintain Compliance, Microsoft Active Directory, Multiplatform/Cross-Platform, Onboarding, Operational Support, Organizational Skills, Process Management, Procurement Management, Project Close-Out, Project Management Software, Project Tracking, Project/Program Management, Purchasing/Procurement, Quality Metrics, Recruiting Strategy, Single Sign-On (SSO), Slack, Software Administration, Software as a Service (SaaS), Testing, Trend Analysis, Usage Analysis, Use Cases, Vendor/Supplier Licensing

LOCATION

San Francisco, California

POSTED

1 day ago

Title - Program Manager - I
Location –California - San Francisco - Remote
Duration – 6+ Months
Job Description:
About the Role:

The Experience Org central operations team is building the next generation of how client manages research and design tools at scale — and client needs operational support to keep things running while client builds.
This contractor role is critical to preventing business disruption: candidates will own the day-to-day execution of client’s tool operations model while senior leads invest in automation and process redesign.
Candidates will be the steady hand that processes access requests, manages licensing, coordinates compliance reviews, and supports users — keeping research moving while client simultaneously build the automated systems that will eventually take over these workflows.
Along the way, candidates will serve as a checks-and-balances layer, surfacing issues and ensuring nothing falls through the cracks during the transition.

What Candidates Will Do:

Process license requests, assignments, callbacks, and extensions across all tools (Figma, UserTesting, Dovetail, Qualtrics, dscout, ZeroHeight, and others)
Manage SSO and Active Directory group memberships for new hires and access changes
Track usage analytics and support license forecasting and annual renewal planning
Coordinate Third Party Security (TPS) reviews and maintain compliance tracking
Track SPOUT project metrics including financial impact and project close-out data
Serve as first-line troubleshooting support and vendor bridge for tool issues
Support Outset AI platform onboarding, TPS, and access provisioning for scaled research rollout
Execute UserTesting R&I study migration (~290 studies)
Monitor and distribute Figma AI credits within approved usage policies
Own research/testing project close-out governance and financial tracking: prompt users to close out unused tests to recover spend, capture final session counts and incentives paid, and review end-of-project participant quality and research outcome feedback — this trend data will inform which cloud spaces and tools are best suited for different research needs and recruitment options, enabling smarter decisions and faster pivots over time

What Client is Looking For:

Experience in SaaS tool administration, IT operations, or a similar operations/coordinator role
Comfort managing multiple concurrent request queues with strong attention to detail
Familiarity with SSO and identity/access management workflows (IIQ or Active Directory a plus)
Clear, proactive communicator — candidates are the interface between users and the team
Process-oriented with an eye for gaps; you notice what's missing and flag it
Proficiency in Google Sheets, Slack, and enterprise SaaS platforms

Preferred:

Experience supporting software renewal cycles or procurement coordination
Familiarity with Third Party Security or vendor compliance processes
Background supporting a large SaaS tool portfolio at a technology company

Scope of Work:

Program Management for Tool Portfolio
License assignment, triage, callbacks, and extensions across all tool platforms
SSO and Active Directory management for new hires and access changes
Usage analytics and license forecasting to support renewal planning
TPS review coordination and rapid research quality metrics tracking
Tool troubleshooting and vendor support bridging
Research/testing project close-out governance and financial tracking: prompting users to close unused tests to recover costs, capturing final session counts and incentives paid, and reviewing end-of-project participant quality and research outcome feedback — building trend data that informs tool-to-use-case pairing and recruitment strategy over time.
Figma AI credit monitoring and distribution
Outset platform onboarding, support, and access provisioning for scaled research rollout
Other adhoc special projects (ie - UserTesting R&I study migration execution)
Tooling related procurement support

Note:

Job Posting: Experience Org Tooling Contractor
Title: Central Operations Contractor — Experience Org Tool Pod Team: Experience Org, Central Operations
Must have skills:
Highly Prefer experience with design and research tools like Figma, Claude, User Testing, Outset etc.
Tooling Experience (intake, license distribution, vendor troubleshooting)
High-Volume Ticket and Request Triage: A proven track record of managing a constant influx of requests (intake, license distribution, vendor troubleshooting)
Experience managing procurement process
Data Governance and Compliance Awareness
Basic Financial and Budget Tracking
Process Discipline and Documentation

Any other critical details to note for our suppliers? (Team size, applicable job titles that would apply) Program Manager, Design Program Manager, Technical Program Manager, etc

Pay Range: $50hr - $55hr on w2

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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Program Manager - I

Pinnacle Technical Resources

San Francisco, California

About the Company

Pinnacle Technical Resources

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